Senior Specialist, Product Operations

**Our Purpose**
- Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._

**Title and Summary**

Senior Specialist, Product Operations - PM

Overview

Our mission is to make payments convenient, fast, and secure through technology. That’s why we developed and operate the Mastercard Digital Enablement Service (MDES), powering mobile payments like Apple Pay, Google Pay, and Samsung Pay, as well as secure, tokenized payments for eCommerce wallets and merchants worldwide.
MDES processes billions of transactions every month and continues to scale as digital payments expand globally. To support this growth, we are making our services more reliable, resilient, and serviceable, while meeting regulatory and customer demands worldwide.
As a Senior Specialist, Product Operations PM, you will play a critical role in keeping this platform strong. You’ll work closely with Product, Engineering, Ops, Support, Site Reliability Engineering (SRE), BizOps, and customer-facing teams to ensure operational excellence from Product POV. You will stay on top of incidents, drive proactive reporting and insights, and help steer the platform toward ever-higher levels of stability, quality, and customer trust.

**Responsibilities**:
Customer Engagement & Platform Health
- Monitor incidents and platform issues, ensuring updates are accurate and timely.
- Partner with Support teams to analyze recurring tickets and highlight trends for resolution.
- Support customer communications on incidents and stability, helping ensure they are clear and empathetic.

Insights & Reporting
- Gather and analyze operational and customer data to identify issues and opportunities.
- Maintain dashboards, scorecards, and reports to track reliability, stability, and customer experience.
- Share insights with Product Managers to help prioritize fixes and enhancements.
- Explore innovative approaches, including AI/ML-driven analysis, to improve monitoring, anomaly detection, and operational efficiency.

Reliability, Quality & Resiliency
- Support initiatives that improve platform availability, resiliency, and serviceability.
- Translate operational observations into clear inputs for product and engineering teams and own PBIs from Product standpoint
- Assist in capacity tracking and readiness planning to support growth.
- Manage the operational excellence (OpEx) backlog, ensuring issues and insights are translated into actionable items.

Operational Excellence & Continuous Improvement
- Help streamline escalation processes and strengthen monitoring in collaboration with SRE, Engineering, BizOps, and Product teams.
- Work with PMTs and feature teams to drive OpEx initiatives and embed resiliency and serviceability into delivery.
- Participate in retrospectives and process improvement efforts.
- Contribute updates on platform health and operational performance for internal stakeholders.
- You have experience in product operations or a similar role, collaborating across product, engineering, ops, support, and customer-facing teams.
- You bring prior product management or product development experience, and can translate operational insights into product requirements or roadmap influence.
- You are customer-focused, detail-oriented, and proactive in improving processes and experience.
- You are data-driven and comfortable using analytics, monitoring, and incident management tools (e.g., SQL, observability platforms).
- You are a strong communicator and problem-solver, able to simplify complex issues into clear actions while managing multiple priorities.

It would also be great if:

- You understand the card payment ecosystem - from the perspective of a merchant, processor, or issuer.
- You have a technical background and the ability to contribute to scaling services that deliver 5x9’s availability.
- You have used collaboration tools such as Aha, Rally, or JIRA to manage product evolution.

Our teams and values
- We work in small, collaborative teams of product managers, software engineers, and operations engineers.
- We are a diverse and inclusive group, bringing perspectives from many backgrounds.
- We believe in doing well by doing good, supporting inclusive growth and making ethical, environmentally responsible decisions.

Why Join Us?
- Be part of the team powering billions of global transactions every month.
- Help shape the resiliency, stability, and serviceability of the world’s leading tokenization platform.
- Grow your career at the intersection of product, operations, data, and innovation, driving impact felt daily by hund